CONTACT CENTRE LEARNERSHIPS

Duration

This qualification is run over 12 months and includes, on average, 3 days of classroom (instructor-led) training each month.

Delivery Method

Training will take place using the tried-and-tested benefits of instructor-led learning.

For large groups (10 or more), training times can be arranged according to your date and time requirements, delivered on-site at your premises or through a host company. 

Alternatively, individual learners can join an open group by clicking on the Enquire/Register Now button. 

Who Should Attend

This qualification is intended for persons who already work as Contact Centre and Business Process Outsourcing agents or who wish to join the industry. The qualification will equip learners with the underpinning knowledge and skills to be able to supply high quality customer service. Learners accessing this qualification will be able to work in call centres involving marketing, account management, sales, hospitality, tourism, emergency services, retail, telecommunications, financial services and credit control.

Prerequisites

To ensure that you align your learners to the appropriate qualifications, we have built in a thorough pre-assessment process. Entry requirements for this course include:

• Communication at NQF Level 2
• Mathematical Literacy at NQF Level 2
• Computer Literacy at NQF Level 3
• Competence in a second South African language would be a great advantage

Qualification Modules

LP 1: Contact Centre and BPO Practices (9 credits)
(377420, 119472)

LP 2: Communication Skills (15 credits)
(119467, 119457, 119465)

LP 3: Mathematical and Financial Literacy (11 credits)
(9013, 9010, 7456)

LP 4: Call Management (11 credits)
(14348, 377421)

LP 5: Customer Interaction (20 credits)
(377441, 377401)

LP 6: Debt Recovery (17 credits)
(116608, 116606, 13948)

LP 7: Data Processing (19 credits)
(110025, 377460, 259458)

LP 8: Problem Solving (11 credits)
(9012, 116940)

LP 9: Time and Stress Management (4 credits)
(115772, 244589)

LP 10: Team Performance and Safety Awareness (9 credits)
(13912, 259639)

Learning Outcomes

• Provide effective customer service in a Contact Centre and Business Process Outsourcing industry.
• Use communication technology in a Contact Centre e.g. telephone, fax, email, internet, intranet, multifunction devices, webchat, SMS and letters.
• Capture data to track interactions.
• Work effectively as a team member in a group.

The Secret To Success

A Learnership is an extremely complex  and often challenging project that requires:

Learner engagement, retention and completion is dependent on a number of key factors: